Latest News  

Xerox Romania improves market share in an 80 million USD market - OT print issue

Xerox sees the document services and outsourced management markets growing in 2016, keeping with the upward trend of the economy, says Gabriel Pantelimon, general manager of Xerox Romania.

2016-06-17 11:03:59 - by Bogdan Tudorache

As major players vie for better market share, a price war takes down margins and raises customers' expectations. Last year the market was up 18 per cent in the number of professional (laser printing) units and two per cent in value, while Xerox' market share grew by about 15 per cent in value.

The laser equipment market reached an overall revenue of 80 million USD (according to 2015 IDC market data), and major players strive for the large customers' chunk. But Xerox does not neglect the mid and small cap segment.

"We are very present in retail, but our main business is B2B. Our main KPI is customers' satisfaction, measured in local surveys. We see Romania among the first countries in net promoters scores inside the DMO countries (Developing Markets Operations), meaning clients recommend us," Pantelimon says.

Xerox came to Romania in 1968 and it took the lead in the document management industry, and benefited from its brand awareness keeping its market leadership after the mid-1990s, when all other players came into the market.

"We took advantage of the power of our brand awareness for many years and we still do. The brand is also very powerful, on equipment, managed print services and paper industry sides. Now all large players are here."

Xerox is present in Romania through a couple of entities, including a technology division (including document management services) and outsourcing.

As clients want more and more personalized services, competition gets more abrupt.
While the economy is moving up, so is the document management business. As Xerox Romania offers services to the local customers, optimizing costs became paramount during the recent crisis when the market became very much price-sensitive. "We don't want to put an emphasis and differentiate just on price. We have our R&D and new technologies, and that adds value to services."
Xerox directly manages its large clients, and via its nationwide strategic partners network the company manages mid-end and small-end clients.

"One of the major KPIs that we have for 2016 is customer satisfaction. We set the bar pretty high," says Pantelimon, explaining that 95 per cent of their customers renew their contract, "which is a pretty large rate".

The technology operation has over 200 people located in the Pipera-based HQ and in other deposits and production centres in Bucharest.
"We speak about over 2,000 partners and resellers and a network of 30 strategic partners that cover the entire market nationwide. For us it is very important to serve the client on location in record time," says Pantelimon.

The business process outsourcing (BPO) division, a second Xerox local entity, has about 2,200 employees and is expanding fast in Iasi, Bacau, Bucharest and Oradea, working for global clients in areas such as customer care, health and telesales.

"Therefore, in Romania, the Xerox ecosystem forms an entity of over 3,000 people, BPO included. There are about 1,000 employees in technology (including the workforce of Xerox partners), and 2,200 employees in the services area… and the latter is growing rapidly."

As technology advances rapidly, Xerox and other industry players are ready to face more and more automated processes, security issues and be in trend with the Internet of Things (IoT) open front.
"Through our managed print services offerings, we generate not only a general savings ratio of about 30 per cent to our client, but also the new market trend is to customize everything to the client's needs. We adapt to each client, and this is our main added value."

As the crisis brought down services by as much as 65 per cent in 2009, the market came back up in 2010 and 2011, falling again at the fear of global market recession in 2012 only to retake ground in 2013 and ever since. But as major clients from areas such as banking and telecom see their profits dwindling, after the crisis every market segment joined a pricing war that pushes margins down hard each year, all in the clients' favour.

"We do not engage in a pricing war. We like to keep our services quality up, and customers' satisfaction reports reaffirms that."



0 COMMENTS ^ Go back to Top
WRITE A COMMENT ^ Go back to Top
 
Your email address will not be published.
Nickname
Email
Comment
Validation Code
   
 
 
NEWS
SAP: Only four percent of companies offer customer experience based on contextual data to clients

According to latest findings of business and technology software solutions provider SAP conducted together with CMO Council, only four percent of companies offer real time customer experience based on contextua

 Read Full article »
Manpower: One out of three Romanian companies will hire people in second quarter, 2017

About a third of employers in Romania anticipate an increase of the number of employees in the second quarter of 2017, while only 7 per cent of company representatives foresee a drop of personnel, according to

 Read Full article »
Luxoft depicts top five global trends in software in 2017

According to the latest findings of software and It solutions provider Luxoft, transforming industries and business models within the context of accelerated innovation and strengthened disruptive technologies p

 Read Full article »
Oracle surpasses 9 billion US dollars worth revenues globally

Oracle Corporation announced fiscal 2017 Q3 results with total revenues up to 9.2 billion US dollars, a 2 per cent increase in US dollars and up 3 per cent increase in constant currency, the financial report st

 Read Full article »
Accenture Research: Three critical accelerators to closing the gender pay gap for class of 2020

Women graduating from university in developed markets in 2020 could be the first generation to close the gender pay gap in their professional lifetimes, according to new research from Accenture

 Read Full article »
CA Technologies positioned a leader for identity governance and administration

CA Technologies (NASDAQ:CA) has been positioned by Gartner, Inc., in the Leaders quadrant of the 2017 Gartner Magic Quadrant for Identity Governance and Administration (IGA).

 Read Full article »
SAP and Google announce co-innovation strategic partnership for global enterprises

During the Google Cloud Next '17 conference in San Francisco, the two companies announced the signing of a strategic co-innovation partnership between our two companies to help global enterprises run their busi

 Read Full article »
Voxpro opens office in Bucharest and hires 150 people

Multilingual business process outsourcing services provider Voxpro based in Cork, Ireland announced it would expand operations with a new office located in Bucharest where it plans to hire 150 people.

 Read Full article »
Ness Digital Engineering launches new location in Timisoara

Celebrating one year in Timişoara, Ness Digital Engineering, a provider of digital transformation and custom software engineering services, officially moves into its new, larger Technology Innovation Center in

 Read Full article »
Accenture: Nearly half of CFOs believe digital technologies change everything finance does

According to the latest Accenture Strategy study, digital puts real-time decision making in a CFO's hands like nothing else before it, with 48 percent of finance executives believing that digital technologies w

 Read Full article »
 
MOST RECENT VIDEO
 
 
MOST READ ARTICLES
» ROMANIAN OUTSOURCING AWARDS FOR EXCELL...
» Luxoft surged 40 per cent in 2015 – ...
» Exclusive OT print issue: Genpact may ...
» SocGen's EBS division to grow 60%, exp...
» Manpower:Romania has world's third hig...
» Bombardier: from Bucharest subway to t...
» People in Shared Services and Outsourc...
» Omnichannel: 4 pillars of a purposeful...
» Companies such as Endava and Fortech d...
» DB Global Technology: 40 per cent of t...
 
EDITOR CHOICE
Romanian Outsourcing Summit: Focus on the added-value of business shared services in Romania

This year's edition of Romanian Outsourcing Summit joined representatives of the government and top representatives of leading companies operating in the sector of business shared services and related industrie

 Read Full article »
Fintech for the aging population: What to consider when developing more age-inclusive apps and customer service

There's a seemingly infinite number of mobile and desktop fintech applications that have hit the market over the past couple of years, offering platforms that run the gamut of financial services — promising b

 Read Full article »
Romanian Outsourcing Summit reaches its third edition

OUTSOURCING TODAY, the integrated communication platform of the business services sector, powered by The Diplomat Bucharest, presents the Third Edition of the ROMANIAN OUTSOURCING SUMMIT on March 23rd 2017, at

 Read Full article »
The most critical Key Performance Indicator (KPI) in social media customer service

Measuring the impact that your social media interactions are having on your business — and your bottom line — can be a tricky endeavor. How can you really identify and quantify whether a particular social m

 Read Full article »
SAP employees to teach programming to scholars in Cluj-Napoca

Ten volunteers working for SAP company together with Cartea Daliei association will organize a Scratch programming teaching club to function at Emil Isac school based in Cluj-Napoca, the company announced.

 Read Full article »
Latest News  
 
about us | newsletter | contact | members area
Copyright © 2015 by Diplomat Media Events Design by Diplomat Media Events